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We’ve talked about which phrases to avoid, but what about the ones you should be using? The language you choose to use when speaking to a customer makes a huge difference to their experience. In fact, authors of Words can Change your Brain, Mark Waldman and Andrew Newberg, claim that even simple words such as “no” can […]
Although it may sound obvious, many brands focus on the negative reviews and fail to follow-up on the positive ones. Both need to be responded to, but for different reasons… Negative reviews need to be responded to in order to repair a relationship with your customer and responding to positive reviews helps build upon an […]
Ahh, everyone’s favourite group of friends… they taught us a lot: how to play poker, how to stand up to pushy parents, how to ‘safely’ manoeuvre furniture and, of course, what not to do when you’re “on a break”. In fact, the coffee house-dwellers even taught us a little about customer service. Did somebody say marathon?… […]
Every brand makes mistakes sometimes, leading to negative experiences for customers. Interactions can be tricky for the Customer Service Team when customers are feeling frustrated, but it’s the team’s job to turn this around. As a Customer Service Advisor/Assistant, what you really don’t want, is to be the cause of that frustration- or to escalate it. The […]
First Contact Resolution (FCR) is simple: the lower the amount of interactions your customer faces to get their query sorted, the better. Lower amounts of customer interactions equal lower costs for your brand and- most importantly- a fantastic experience for your customer. So, how can we improve that all-important First Contact Resolution?… 1.Ask the […]